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Role Overview
Role Overview
- Key Responsibilities
- User Onboarding & Offboarding
- Execute end‑to‑end user onboarding:
- AD/Azure AD user creation
- Mailbox, M365 license assignment
- SharePoint, Teams, and application access provisioning
- Endpoint provisioning via Intune
- Handle user offboarding:
- Access revocation (AD, M365, VPN, apps)
- Email and OneDrive data retention as per policy
- Asset recovery and inventory updates
- Ensure onboarding/offboarding SLAs and audit compliance.
- Coordinate with HR, and Application teams.
- End User Computing & M365
- Provide L2/L3 support for desktops, laptops, peripherals, and mobile devices.
- Support Microsoft 365 services: Outlook, Teams, OneDrive, SharePoint Online.
- Troubleshoot M365 authentication, sync, licensing, and access issues.
- Support OS builds, upgrades, patching, and endpoint troubleshooting.
- Manage Active Directory and Azure AD user/group activities.
- Intune & Patch Management
- Manage endpoint devices using Microsoft Intune.
- Configure and deploy:
- OS updates and patch policies
- Feature updates and quality updates
- Application deployments
- Monitor patch compliance and remediate failures.
- Perform troubleshooting for update, policy, and device compliance issues.
- Ensure endpoint security and baseline policy adherence.
- SharePoint Support
- Support SharePoint Online:
- Site access and permissions
- Document libraries, lists, and versioning
- Assist users with collaboration and document management.
- Coordinate with SharePoint admins for site creation and governance.
- Support basic workflows and adherence to data handling policies.
- Inventory & Asset Management
- Manage IT asset
- Maintain accurate asset records.
- Perform periodic asset audits and reconciliation.
- Track asset movement during onboarding/offboarding.
- Ensure compliance with security and asset policies.
- Data Center Hands & Feet Support
- Perform on‑site DC operational tasks as per SOP:
- Rack & stack servers/network devices
- Cabling, labeling, and port verification
- Power cycling and console access
- Hardware replacement (disk, RAM, PSU)
- Coordinate with Infra, Network, and DB teams during incidents.
- Follow DC access, safety, and change management procedures.
- Operations & Governance
- Handle incidents, service requests, and changes using ITSM tools.
- Ensure SLA compliance and high‑quality documentation.
- Create and maintain SOPs, runbooks, and KB articles.
- Support audits and compliance activities (ITIL / ISO).
- Technical Skills Required
- Windows 10/11, basic macOS support.
- Microsoft 365 administration
- SharePoint Online user and site support.
- Active Directory & Azure AD.
- Microsoft Intune (device management, patching, compliance).
- Basic networking (VPN, LAN, DNS).
- Understanding of data center hardware and operations.
- ITSM and asset management tools.
- Experience & Qualification
- 3–7 years of experience in EUC / IT Operations / Infra Support.
- Bachelor’s degree in IT / Computer Science or equivalent.
- ITIL Foundation – preferred.
- Microsoft Modern Workplace / Intune certifications